Operations Manager

Overview

Duration: Until 30th September 2026

Aquent is partnering with a leading global organization that is at the forefront of innovation, delivering groundbreaking solutions and services that impact millions worldwide. Join a team dedicated to excellence and continuous improvement, where your contributions directly shape the future of operational efficiency and customer experience.

Are you a visionary operations leader ready to make a significant impact? This pivotal role invites you to design, launch, standardize, and optimize critical operational processes across diverse teams, driving efficiency programs that redefine how work gets done. You will be instrumental in executing strategic initiatives, ensuring regulatory adherence, and transforming operational workflows, playing a central role in high-stakes projects that safeguard and enhance our operational integrity. Your expertise will directly influence process re-engineering, automation solutions, and strategic consolidation efforts, leading to tangible improvements in cost savings, capacity, and overall performance.

What You’ll Do:

• Ideate, launch, and scale innovative solutions that significantly improve operational efficiency, enhance customer experience, and boost key success metrics across various operational scales.
• Publish and effectively communicate crucial operational metrics and Key Performance Indicators (KPIs) to stakeholders.
• Drive the creation and maintenance of Standard Operating Procedures (SOPs), process maps, comprehensive workflow documentation, help resources, and relevant training and certification programs.
• Manage the end-to-end customer experience for programs, policies, and operations, ensuring seamless execution.
• Contribute significantly to the execution of projects designed to generate impact and resolve large-scale operational challenges, partnering with relevant teams on project scoping, execution, and management.
• Lead operations in full compliance with legal, risk, financial, and privacy guidelines, engaging partner teams to ensure effective and efficient operations. Contribute to developing robust operations review processes to gain deep insights into performance.
• Collaborate strategically with quality specialists or directly with partners to ensure adherence to service level agreements and product requirements, delivering comprehensive business reviews that summarize performance and exchange feedback on scaling strategies.
• Contribute to the tracking and analysis of operational trends in process and workflow performance, identifying and implementing opportunities for procedural improvements such as utilization management, elimination of non-productive activities, creation of cross-site efficiencies, and influencing automation enhancements.
• Drive key contributions to sharing and scaling successes, improvement opportunities, best practices, and learnings both internally and externally.
• Perform partner selection processes, onboarding, performance reviews, and progress evaluations for specific projects, integrating them into overarching strategic initiatives.
• Provide constructive feedback to service providers and internal stakeholders on how processes and offerings can be improved to simplify complex workflows and scale operations. Collaborate with partner teams to set and implement process improvements and changes.
• Define and implement workflow efficiency scoring frameworks to proactively and retroactively identify gaps in execution.
• Address inquiries within established service level agreements, resolve query exceptions and escalations, manage user-facing queues, and identify high-volume ticket types for streamlining or elimination.
• Work with stakeholders to clarify policies and processes, and assist with escalations and exceptions.
• Contribute to managing strategic relationships with key stakeholders to deliver and manage operations and processes.
• Participate in and help drive meetings with stakeholders to identify business objectives and operational requirements. Contribute to delivering business requirements with optimal partner strategies, considering location and cost efficiency.

What You’ll Bring:

• Strong experience in operations.
• Fluency in Spanish
• Proficiency in process improvements.
• Demonstrated proficiency in data analysis, synthesis & planning
• Operational SLA knowledge
• Project management skills
• Stakeholder relationship management expertise
• Consultative skills
• Process design and improvement skills

** This role is open for a limited time. Next steps will be shared with shortlisted candidates ASAP. Due to the high volume of applicants, we may be unable to reply to each applicant individually. If you have not received a response within 48 hours of your application, please assume that you have not been selected for progression to the next stage of the hiring process **